Redacting Information for Privacy

Redaction removes personal information from records of calls, texts, live chats, and forms in your account.  If you are under obligation to comply with data privacy regulations such as HIPAA, GDPR, CCPA, PCI, or PIPEDA or have other privacy concerns, you can enable redaction to manually or automatically remove personally-identifying information from customer interactions in your account.

Redacted data can never be recovered once it has been removed from an interaction.

This feature is available on any agency-style plan (accounts that can create sub-accounts).

Impact of Redaction

Even on redacted interactions, we must maintain basic logging of the interaction for legal and administrative reasons and that information will be managed in accordance with our privacy policies.  Redaction removes the following content from an interaction:

• Caller name
• Caller number
• Caller ID
• Call audio
• Transcriptions
• SMS / MMS
• Custom fields
• Caller notes
• Emails
• Visitor data (including IP address, any website activity tracked, referring source information, or advertising information) 
• Tags
• Form fill data
• Premium/Enhanced Caller ID Data

Reporting

Because of the data that is stripped from interactions (calls, texts, and forms), redacting will have an impact on your reporting.  The tracking number that is called and the tracking source associated with that number will still be available, as will the time and status of the call, and call flow information (for purposes of tracking or troubleshooting routing).  However, any reports that rely on session data, tags, or information unique to a particular contact will not count redacted information.

Notifications

It is strongly recommended that you check your notification settings before enabling redaction.   If a notification is sent prior to the redaction, potentially sensitive information could be in the notification. Use notifications with caution.

Integrations

If you have your account integrated with and are sending data from CTM to other service providers, such as Salesforce or Hubspot, redacted information will still be in those systems, as we cannot remove it from anywhere but our own system.  Check within those platforms for any privacy options that may be available to you.

Enabling Redaction

Redaction must be enabled at the agency level before it can be enabled for a particular sub-account.  To enable redaction within an agency:

1) Navigate to Settings → Agency Settings.

2) Click or scroll down to the Behaviors section.

3) Click the toggle labeled Allow accounts to enable redacting calls within the call log (useful for GDPR compliance).

4) Click Update Behaviors to save.

Once redaction is enabled within an agency, it can be enabled for individual sub-accounts.  To enable redaction for a sub-account:

1) Navigate to Settings → Account Settings.

2) Click or scroll down to the Behaviors section.

3) Click the toggles to enable the redaction behaviors you want for your account.

• To enable manual call redaction, click the toggle labeled Allow administrators to redact information within the call log.
• To enable automatic call redaction, click the toggle labeled Automatically redact information after a given time period.  Then, in the drop-down that appears, choose whether you’d like to automatically redact data daily, every 30 days, every 60 days, or every 90 days.

4) Click Update Features to save.

Manually Redacting Data

Interactions can be manually redacted from the call log and text log.

1) Navigate to Calls → Call Log (for calls or forms) or Texts → Text Log (for texts).

2) Click the red flag icon on the right side of the log next to the interaction you wish to redact.

3) In the pop-up that appears, check the box labeled Redact content of this activity.

4) If you wish to redact information for all previous interactions with the same contact, check the box labeled Redact past activities from this contact.

5) You must check the box indicating that you understand redacted data cannot be recovered.

6) Click Redact.

A Note About Caller ID:

If you do not wish to collect the Caller ID information (the name and location) of the caller at all when your calls come in, you can choose to disable Caller ID in call settings.

Call settings is found at numbers—> call settings. Click edit next to the configuration you wish to edit, and then go to the “Caller ID” area of the setting. Switch “Enable Caller ID” to off.

You will also want to be sure that “Enable Enhanced Caller ID” is in the off position. That is an optional service that collects demographic information for callers (United States only).